ITIL® 4 Foundation Bridge - Including Exam

After you complete this course you will be able to:

• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices
• Sit the ITIL4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 ITIL guiding principles; Focus on value; Start where you are; Progress iteratively with feedback; Collaborate and promote visibility; Think and work holistically; Keep it simple and practical; Optimize and automate
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
• The ITIL service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL practices support the service value chain: -

- Continual Improvement (including continual improvement model)

- Change control

- Incident management

- Problem Management

- Service request management

- Service desk

- Service level management

• The purpose of the following ITIL practices

- Information security management

- Relationship management

- Supplier management

- Service configuration management

- IT asset management

- Business analysis

- Deployment management

- Monitoring and event management

- Release management

Attendees should meet the following prerequisites:

• ITIL v3 Foundation, or
• ITIL v3 Expert achieved via the v2/v3 Manager's Bridge

Recommended preparation for exam(s):

• ITIL4 Foundation Certificate in IT Service Management

This is a pre-requisite for other ITIL4 qualifications. The examination is a 1 hour, closed book, multiple choice paper of 40 questions taken after completion of the course - exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.

The pass mark is 65% (26 out of 40)

Cost of the exam is included in the course fee

The following courses are recommended for further study:

• Create, deliver and support
• Drive stakeholder value
• High velocity IT
• Direct, plan and improve
• Digital and IT strategy